10/ 15/ 2004
by T. Scott Gross
(Dearborn, $18.95)
The name of the game when it comes to keeping customers is service.
And not just any old service will do; it has to be positively outrageous.
Customer service expert T. Scott Gross gives you the tools to achieve this in his book Positively Outrageous Service: How to Delight and Astound Your Customer and Win Them for Life.
Gross highlights a key point: personal customer service is the greatest tool that a small business has in its arsenal when it comes to winning over customers. By creating a winning family of employees and an enthusiastic work environment, and truly catering to your customers, Gross says you'll make customers for life.
This weekly book review is brought to you by MyBUSINESS magazine, the small business magazine for NFIB members.
